🛠 Tech Stack

💼 About This Role

You'll build and run an AI-powered agent team for a fast-growing property tech company, scaling AI to handle 50%+ of customer support volume. You'll own the full automation roadmap, from prompt engineering to knowledge infrastructure, directly impacting thousands of customers weekly.

🎯 What You'll Do

• Own customer-facing AI bot end-to-end: prompts, escalation, QA
• Design human-in-the-loop workflows for AI-assisted responses
• Build and maintain knowledge infrastructure (Guru, KB, docs)
• Lead LLM tooling strategy and evaluate CX AI tools
• Define and report AI performance KPIs (deflection, CSAT, accuracy)

📋 Requirements

• 4+ years in Customer Experience, Support, or Operations
• Experience building AI/LLM-powered workflows (prompts, data structures, evaluations)
• Hands-on QA and evaluation experience with rubrics and calibration
• Data fluency — pulling reports, defining metrics, making data-driven cases

✨ Nice to Have

• Experience with Intercom or Fin bot
• Experience with Guru or similar internal knowledge tools
• Background in BPO or offshore CX environments

🎁 Benefits & Perks

• 💰 Competitive salary and equity
• 🏥 Comprehensive medical, dental, vision
• 🏖️ Unlimited PTO
• 👶 Paid parental and new child bonding leave
• 🧘 Mandatory monthly self-care days

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter screen· 30 min
2. 2Hiring manager interview· 45 min
3. 3Technical/case interview· 60 min